Global IT Service Desk Leader - Drive Experience & Efficiency

Pluxee; Issy-les-Moulineaux; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Pluxee is seeking a Global and HQ Service Desk Manager to lead the worldwide service desk and HQ support operations, ensuring high-quality, user-centric IT services across locations. You will supervise incident, request, and escalation processes, monitor KPIs, and drive continuous improvement with digital tools and automation.

You will collaborate with infrastructure, workplace, cybersecurity, and regional IT teams, manage vendors and partners, and foster a customer-focused, high-performing

Qualifications

• 8+ years of experience in IT Support or Service Desk/IT operations.
• Experience leading international teams and collaborating with multiple IT domains.
• Knowledge of incident, request, problem, knowledge, and SLA management.

Responsabilités

• Lead day-to-day operations of Global Service Desk and HQ support.
• Oversee incident, request and escalation management; ensure SLA attainment.
• Drive continuous improvement in processes, knowledge management and automation.
• Collaborate with infrastructure, workplace, cybersecurity and regional IT teams.
• Develop and inspire internal and external teams; coach and grow talent.

Connaissances

Customer service mindset

Stakeholder management

Leadership & coaching

People development

Multicultural team leadership

Operational excellence

Process improvement

Analytics & problem solving

Vendor management

IT service management

Formation

Bachelor’s or Master’s in IT/CS/Engineering

Description du poste

Pluxee is seeking a Global and HQ Service Desk Manager to lead the worldwide service desk and HQ support operations, ensuring high-quality, user-centric IT services across locations. You will supervise incident, request, and escalation processes, monitor KPIs, and drive continuous improvement with digital tools and automation.

You will collaborate with infrastructure, workplace, cybersecurity, and regional IT teams, manage vendors and partners, and foster a customer-focused, high-performing